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After-Sales Service Channels
1. Purchase on online e-commerce platforms
Please open the order details page of your purchase platform and contact the store's online customer service directly. Our online customer service team will handle it for you efficiently.
Or send email to oiwastravel@gmail.com
2. Purchase in offline stores
Method ①: Add the "OIWAS After-Sales Service Center" WeChat account.
On WeChat, click "Add Friends," select "WeChat Enterprise Contacts," and search for (+86) 13528028949 to add the contact.
Method ②: Call the after-sales service hotline Please call the OIWAS offline after-sales service hotline: +86 400-887-3836 for after-sales inquiries. After-sales service hours: Monday to Friday, 8:30 AM - 12:00 PM and 6:30 PM - 6:00 PM Beijing time
Method ②: Call the after-sales service hotline Please call the OIWAS offline after-sales service hotline: +86 400-887-3836 for after-sales inquiries. After-sales service hours: Monday to Friday, 8:30 AM - 12:00 PM and 6:30 PM - 6:00 PM Beijing time
After-Sales Lifetime Service Instructions
1. Definition of after-sales lifetime service warranty
① From the date of sale, within the warranty period, consumers can enjoy lifetime free repair services with a valid warranty certificate. Free scope: labor costs, accessories costs
②:To protect your warranty rights, please be sure to retain relevant documentation proving the source and date of purchase, such as the product invoice, product tag (with barcode), product care label, or payment receipt, for verification when applying for warranty service. As long as you can effectively prove that the product was purchased legally, you will be eligible for warranty service according to the warranty policy.
②:To protect your warranty rights, please be sure to retain relevant documentation proving the source and date of purchase, such as the product invoice, product tag (with barcode), product care label, or payment receipt, for verification when applying for warranty service. As long as you can effectively prove that the product was purchased legally, you will be eligible for warranty service according to the warranty policy.
2. Warranty Scope
Functional failures caused by manufacturing defects in materials and workmanship under reasonable use include:
① Soft bags (including backpacks, school bags, briefcases, shoulder bags, etc.): Seam disintegration, buckle failure, zipper serration misalignment, and buckle damage.
② Hardside luggage: Abnormal wheel breakage (excluding normal wear and tear), support foot disassembly, handle breakage, leg breakage, handle failure, combination lock mechanical failure, zipper detachment; loose screws, lining adhesive failure, snap fastener assembly separation, and seam breakage (such as on the zipper edge, expansion layer seams, and lining).
① Soft bags (including backpacks, school bags, briefcases, shoulder bags, etc.): Seam disintegration, buckle failure, zipper serration misalignment, and buckle damage.
② Hardside luggage: Abnormal wheel breakage (excluding normal wear and tear), support foot disassembly, handle breakage, leg breakage, handle failure, combination lock mechanical failure, zipper detachment; loose screws, lining adhesive failure, snap fastener assembly separation, and seam breakage (such as on the zipper edge, expansion layer seams, and lining).
3. Non-warranty scope
The lifetime warranty only covers functional failures and does not cover normal wear and tear or damage caused by human error.
① Mishandling:
● Surface material puncture damage, high-temperature burns, and animal bite wounds;
● Improper use resulting in cracked edge banding or deformation/fracture of the housing due to external impact;
● Self-modification and repair (including replacing non-original wheels or using unofficial parts to repair tie rods);
② Normal wear and tear and environmental factors:
● Normal wear and tear from normal use, natural aging of materials, and oxidative discoloration;
● Scratches, dents, stains, color changes, or other non-functional changes in the product's appearance due to normal use;
● Exposure to extreme temperatures and humidity, and corrosion from chemical solvents, acids, and water.
③ Third-party liability accidents:
● Damage caused by rough handling by the carrier (airline/logistics company) (we recommend filing a claim with the carrier).
Note: If your OIWAS product suffers repairable damage to its accessories while checked in at the airport, the following process will apply: You will need to provide your ticket as proof of damage, and OIWAS will provide a paid repair service. During this period, you will be responsible for all shipping costs and replacement parts.
④ Unrepairable damage such as cracked luggage surfaces and damaged zippers is not covered by the warranty.
① Mishandling:
● Surface material puncture damage, high-temperature burns, and animal bite wounds;
● Improper use resulting in cracked edge banding or deformation/fracture of the housing due to external impact;
● Self-modification and repair (including replacing non-original wheels or using unofficial parts to repair tie rods);
② Normal wear and tear and environmental factors:
● Normal wear and tear from normal use, natural aging of materials, and oxidative discoloration;
● Scratches, dents, stains, color changes, or other non-functional changes in the product's appearance due to normal use;
● Exposure to extreme temperatures and humidity, and corrosion from chemical solvents, acids, and water.
③ Third-party liability accidents:
● Damage caused by rough handling by the carrier (airline/logistics company) (we recommend filing a claim with the carrier).
Note: If your OIWAS product suffers repairable damage to its accessories while checked in at the airport, the following process will apply: You will need to provide your ticket as proof of damage, and OIWAS will provide a paid repair service. During this period, you will be responsible for all shipping costs and replacement parts.
④ Unrepairable damage such as cracked luggage surfaces and damaged zippers is not covered by the warranty.
4. Warranty Details
① Return Shipping Costs:
● Within 1 year from the date of sale: OIWAS will cover both shipping costs. Consumers must prepay shipping costs and will be reimbursed upon completion of the return with valid receipts.
● From 1 to 3 years from the date of sale: Consumers will be responsible for shipping costs, and OIWAS will cover return shipping costs after the return is completed.
● Over 3 years from the date of sale: Consumers will be responsible for both shipping costs. After the return is completed, the consumer will pay shipping costs, and the product will be returned to the designated address.
② Repair Timeline:
● Repairs will be completed and returned within 60 business days of receipt (exceptional circumstances will be notified in advance).
③ Replacement Parts:
● If the original part is discontinued, a replacement part with equivalent functionality and quality will be provided to ensure normal product operation.
● Within 1 year from the date of sale: OIWAS will cover both shipping costs. Consumers must prepay shipping costs and will be reimbursed upon completion of the return with valid receipts.
● From 1 to 3 years from the date of sale: Consumers will be responsible for shipping costs, and OIWAS will cover return shipping costs after the return is completed.
● Over 3 years from the date of sale: Consumers will be responsible for both shipping costs. After the return is completed, the consumer will pay shipping costs, and the product will be returned to the designated address.
② Repair Timeline:
● Repairs will be completed and returned within 60 business days of receipt (exceptional circumstances will be notified in advance).
③ Replacement Parts:
● If the original part is discontinued, a replacement part with equivalent functionality and quality will be provided to ensure normal product operation.
After-Sales Service FAQs
Q: What are the service hotline hours?
A: Beijing time, Monday to Friday 8:30-12:00, 13:30-18:00 (excluding statutory holidays)
Q: When requesting after-sales service, do I need to provide anything other than proof of purchase?
A: Provide photos of the front of the product, the damaged area, and the washing instructions on the back of the white label inside the bag.
Q: Are repair charges standardized globally?
A: Under warranty, labor and parts charges are free. Outside of warranty, parts charges are based on the OIWAS national standard.
Q: How long does OIWAS product repair take?
A: Within15 business days. If there are special circumstances, please inform customer service for expedited processing.
(15 business days are from the date the product is mailed to the OIWAS factory until the date the repair is completed and shipped.)
(15 business days are from the date the product is mailed to the OIWAS factory until the date the repair is completed and shipped.)
Q: My luggage was damaged during check-in. What should I do?
A: Please inspect your luggage immediately after it's handled by the airline. If any damage is found, file a claim with the airline at your destination, preferably before customs clearance.
(The airline has insurance to cover potential damage to your luggage.) Then contact the OIWAS service center for repairs.
(The airline has insurance to cover potential damage to your luggage.) Then contact the OIWAS service center for repairs.
Q: My hard shell suitcase is broken. Can it be repaired?
A: Hard shell suitcases are made of a single piece and cannot be repaired if broken.
Q: Is the handle wobbling a bit normal?
A: A little wobbling is normal. OIWAS luggage has undergone scientific testing and the handle's back-and-forth wobbling is within normal limits. Please feel free to purchase.
Q: What is the default combination for my luggage lock?
A: The default combination for OIWAS luggage lock is 000.
Q: How do I set up a password lock?
A: Refer to the password user manual.
B: Follow the OIWAS WeChat official account and text "password lock" to view the user manual.
C: Email us at oiwastravel@gmail.com
B: Follow the OIWAS WeChat official account and text "password lock" to view the user manual.
C: Email us at oiwastravel@gmail.com
